Manager, Training- Knowledge Management

1 month ago


Waterloo, Canada Definity Financial Corporation Full time

Job ID : 7367
Category : Personal Insurance
Brand : Economical
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada
Posting Range : $74,100 - $136,500

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

Partnering with Operational Optimization, Quality Management, Underwriting and other Contact Centre functions, the Manager Training, Knowledge Management & Communications is responsible for leading the process of identifying and prioritizing the training needs and plan with the CC leadership team(s). They will be required to engage internal stakeholders to communicate target state aspirations, plan execution and business readiness aligned to channel/customer growth strategies. They will also lead the ongoing development and delivery of Contact Centre frontline capabilities.

The Manager will implement knowledge management strategies, systems, and processes (effective capture, organization, and dissemination of knowledge within DCC/NBS) to enhance collaboration, information sharing, and decision-making across the business. They will own the ongoing governance of a knowledge base including its overall health and best practices, making decisions around information architecture, technology, and the overall structure and use of the knowledge base.

They will play a critical role in driving a learning and knowledge management culture through the design, development, and delivery of inspiring, engaging and accessible programs and experiences to support employee upskilling and career development.

They will be required to partner with enterprise functions (i.e. HR L&D and IMC) to ensure we are leveraging existing capabilities, when possible, and aligning CC approach with corporate standards/ best practices.

**What can you expect from this role?**
- Partnering with Operations, Quality, Continuous Improvement and other CC functions, lead the process of identifying and prioritizing the training needs and plan with the CC leadership team(s).
- Strategic and operational design and implementation of training processes and systems
- Create and implement governance and reporting to drive and embed end user adoption and sustainability of the new ways of working
- Design, implement and manage the learning program and ensure that all training materials developed, and all programs delivered exceed the target
- Analyze, identify trends and opportunities and report on training initiatives
- Through stakeholder engagement, develop the needs analysis and success criteria for training
- Continually manage the training environment requirement and liaise with Technology Solutions to ensure that an environment is 100% available for train the trainer, facilitator led training, online learning, and self-learning
- Ensure all facilitators have the required skills, knowledge, and confidence to facilitator blended training.
- Manage costs associated to all training solutions, productions, and vendors to achieve return on investment.
- Promote the appropriate use of the company's knowledge base by creating guidelines for what information is captured, by whom and how it integrates with training.
- Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization.
- Lead, implement and maintain the content within communication channels
- Monitor the data on knowledge management usability and continually improve the structure and usability of the knowledge management system to ensure team members are able to find the needed data as quickly as possible
- Leverage analytics to evaluate business impact, track the usage and define effectiveness of training and knowledge base initiatives and content to ensure alignment to business goals and employee development needs
- Improve efficiency of training and knowledge shared across departments

**Level of Problem Solving**
- Works with leaders/partnering functions in the development of functional strategy and planning (12-month horizon) by providing insights and raising issues
- Applies broader business metrics, leverages cost-benefit analyses when designing and implementing new programs, services and other initiatives.
- Describes complex situations or information in terms that others can read



  • Waterloo, Canada the Ladders Full time

    Job DescriptionPartnering with Operational Optimization, Quality Management, Underwriting and other Contact Centre functions, the Manager Training, Knowledge Management & Communications is responsible for leading the process of identifying and prioritizing the training needs and plan with the CC lea

  • General Manager

    1 week ago


    Waterloo, Canada THE ZONE TRAINING Full time

    **Company Information** The Zone Training is a hockey training centre with locations in Waterloo and Guelph that feature real-ice training rinks. The focus of our business is to deliver skill development programs and camps for all ages along with leagues, team training, private lessons and ice rentals. **Role and Responsibilities** - Organize and...


  • Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...


  • Waterloo, Canada Manulife Full time

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...


  • Waterloo, Canada Canna Cabana Full time

    Our retail Cannabis **Retail Store Manage**r** in Training (SM) is vital to delivering a distinctive shopping experience. The SM in Training is primarily responsible for working collaboratively with the company management and to manage, maintain and supervise day-to-day retail operations activities at the retail store location. **Key Duties &...


  • Waterloo, Canada Société Financière Manuvie Full time

    Nous sommes un fournisseur de services financiers qui s’emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l’ensemble de nos...


  • Waterloo, Canada Société Financière Manuvie Full time

    Nous sommes un fournisseur de services financiers qui s’emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l’ensemble de nos...


  • Waterloo, Canada Société Financière Manuvie Full time

    Nous sommes un fournisseur de services financiers qui s’emploie à faciliter les décisions de nos clients et de nos collègues partout dans le monde et à les aider à vivre mieux. De nos initiatives environnementales à nos investissements dans la collectivité, nous montrons la voie en nous appuyant sur des valeurs, et ce, dans l’ensemble de nos...


  • Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...


  • Waterloo, Canada MEDA Full time

    **Position Summary** The Impact & Knowledge Management Intern will work with the IKM team to design, implement, and support IKM systems for MEDA’s international programming. Specifically, the Intern will consolidate project database and contribute to knowledge projects. - Job Status: Contract Spring/ Summer 2023: Estimated duration of 16 weeks (dependent...


  • Waterloo, Canada MEDA Full time

    **Position Summary** The Impact & Knowledge Management Intern will work with the IKM team to design, implement, and support IKM systems for MEDA’s international programming. Specifically, the Intern will consolidate project database and contribute to knowledge projects. - Job Status: Contract Spring/ Summer 2023 - Estimated duration of 16 weeks (dependent...

  • Property Manager

    2 months ago


    Waterloo, Canada Terracorp Management Inc Full time

    In this role, you would oversee the daily operations of a multi-residential portfolio in Southern Ontario. We will look to you for guidance in maintaining and increasing the value of assets, and leading our team to continue providing well-maintained properties, excellent customer service and resident relationships. Duties include: - Hold team members...

  • Route Manager

    3 weeks ago


    Waterloo, Canada Waste Management Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. Job Summary   This role is responsible for Onboarding, Developing, Coaching, Mentoring, and Performance Management...

  • Route Manager

    1 week ago


    Waterloo, Canada Waste Management Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. Job Summary   This role is responsible for Onboarding, Developing, Coaching, Mentoring, and Performance Management...


  • Waterloo, Canada King Condo Management Inc Full time

    Education: - Expérience: **Education**: - Secondary (high) school graduation certificate **Tasks**: - Prepare and administer contracts for property services, such as maintenance - Co-ordinate implementation of repairs, maintenance and renovation - Ensure response to trouble calls from clients or tenants - Maintain and manage digital database - Answer...

  • Condominium Manager

    5 days ago


    Kitchener-Waterloo, Canada Duka Property Management Inc. Full time

    Property Management company currently has Condominium Property Manager positions available for a cluster of Condominium Corporations located in Guelph, and Kitchener-Waterloo. Condominium Manager reports to the Regional Manager and the Board of Directors. They manage, maintain and oversee the daily operation of the Condominium Corporations ensuring...

  • Condominium Manager

    1 week ago


    Kitchener-Waterloo, Canada Duka Property Management Inc. Full time

    Property Management company currently has Condominium Property Manager positions available for a cluster of Condominium Corporations located in Guelph, and Kitchener-Waterloo. Condominium Manager reports to the Regional Manager and the Board of Directors. They manage, maintain and oversee the daily operation of the Condominium Corporations ensuring...


  • Waterloo, Canada CMC Condo Management Corporation Full time

    **Licensed Property Manager** **General Overview** CMC is looking to hire an experienced licensed Condominium Manager **Duties & Responsibilities** - Provide exceptional and professional management services to a portfolio of residential and/or commercial properties - Arrange for and oversee building maintenance and repair projects as authorized by the...


  • Waterloo, Canada CMC Condo Management Corporation Full time

    **Licensed Property Manager** **General Overview** CMC is looking to hire an experienced licensed Condominium Manager **Duties & Responsibilities** - Provide exceptional and professional management services to a portfolio of residential and/or commercial properties - Arrange for and oversee building maintenance and repair projects as authorized by the...


  • Waterloo, Canada Firehouse subs Full time

    'Be apart of an exciting Team and help take Firehouse subs to the next level. **Certification in safe food handling required for position** First aid preferred We are open Monday to Sunday from 11am to 9pm. So, no late nights! We are looking for SUPERVISORS with the possiblity to grow, having a passion for food, but with the understanding of what it...